Troubleshooting
The most common everyday problems (AI, WhatsApp, license, opening the app) and what to do about each.
What it is for
Lists the most common problems and the path to fix each. The same list is in Help › Troubleshooting, with action buttons.
Before you start
- Find out which screen the problem shows up on. If the doubt is about a conversation, the Assistant can diagnose it.
Step by step
- Identify the symptom below.
- Follow the fix.
- If it persists, open Help › Contact support, click Copy system information and send it to the support contact.
All the actions
The AI didn't reply to a customer
Ask the Assistant: "Why didn't the AI reply to this conversation?". Common causes: Automatic service paused in the menu footer; someone clicked Take over (use Hand back to the AI); the reply was given from the phone; the contact is marked as personal; a Who the AI handles rule left the conversation with you; the reply is waiting in Approvals; or the AI is disconnected in AI › AI connection. Example: Roberto Alves got no reply because Marina took over the conversation.
WhatsApp disconnected or asking for a QR code
Open WhatsApp and Instagram, click Connect and scan the QR code with the phone (Linked devices). The phone needs internet.
Automatic messages delayed
Safe sending may have held the excess in a queue; see Messages › Safe sending.
A menu disappeared
Turn the area on in Settings › Features. Approvals only shows when it is used.
Email won't connect
Use an app password with Gmail, iCloud, Yahoo and Zoho.
Notifications don't show
Check Settings › Sounds and alerts and the system notifications (on Windows, turn off Do Not Disturb).
License error
The message shows the next step. "No connection for over 72h": connect to the internet. "Key already in use on another computer": use Sign out of this computer on the other one. "Clock is behind": fix the date and time.
The app won't open on a Mac
The app has no Apple signature. The first time, go to System Settings › Privacy & Security › Open Anyway.
Windows: SmartScreen warning
On the blue screen, click More info › Run anyway. It only shows during installation.
Backup and update
See Updates and data.
Shortcuts
- F1 opens Help.
- ⌘J opens the Assistant.
Common problems
No fix worked. Use Copy system information and contact support.
Support asks for information. It contains no passwords or keys.
See also
Screen in the app: /help · In the app, press F1 on this screen to open this guide.
Still have a question?
Talk to the Alto Vale IA team on WhatsApp. Tell us the app, the screen and what happened.